Account Closure

Had account with TFG under (TotalSports) for few years.

I paid off my account on April 2023 and wanted to close immediately and the consultant told me that their phone is not working,I should try other TFG stores to cancel the account. She then advised that I should block the account to avoid charges on the account.

6 months after the account was blocked ,I received a mail from TFG advising that the account has outstanding balance.

I called the customer care line and the agent dropped the call after conducting the security check. Send a mail to customer service and the feedback was " would like to inform you that you have Account benefits Insurance active on your account since 28th September 2023 and we want to make sure you understand the coverage that you have."

Why would the insurance be activated on the account blocked.